27JEWELRY maintains full ownership of the products until full payment has been obtained.
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. Shipping costs will not be refunded. If you need to change your order once it has been submitted please contact us immediately. This can include changing the size or color of a product, removing an item, changing the delivery address or payment method. If the product has been shipped already, no changes to the order will be possible. All packages are sent directly from our studio in Prague. As almost all of our products are made-to-order the time between order and shipping can be between 5 days and 6 weeks. If you have any concerns about delivery time, please contact us.
The normal delivery time from the time a package has left our studio is:
- 3-5 working day within the Czech Republic
- 5-10 working days to Europe
- 10 or more working days to the remaining destinations
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
How much is the shipping charge?
For orders within Europe, and to the U.S., Australia or New Zealand, we provide free shipping. For orders elsewhere please contact us directly and we will work out the appropriate shipping charges.
How much are customs fees?
EU/EEA/Turkey Buyers – If you live within the EU, Switzerland, Iceland, Norway, Liechtenstein, San Marino, Monaco or Turkey you should face no additional customs fees thanks to the single EU market and customs union. Additionally, payments made between any of these countries (Turkey excluded) by direct bank transfer should have no additional fees due to the EU SEPA policy (i.e. a bank transfer between your country and the Czech Republic should be no more expensive than transferring between accounts in your own country – it depends entirely on your contract with your bank). Just be sure to include both the BIC and IBAN numbers when submitting the transfer.
International Buyers – If you live outside of the EU, EEA or Turkey, there is a chance you will be charged customs fees upon pickup of your purchase. Unfortunately we cannot control these fees, and they can vary dramatically, please check with your local postmaster/customs office. We are not responsible for any customs fee charges, nor do we receive any benefit from them. If you do not reside in the U.S.A, Australia or New Zealand, please contact us directly to arrange an order.
U.S., Australia and New Zealand Buyers – It is possible to place orders in the e-shop if you reside in the U.S.A., Australia or New Zealand. The customs information as in the above International buyers section still applies, however. It is possible that you will be charged a customs fee (possibly around 5%). Unfortunately we cannot determine in advance if this fee will be charged, we cannot know the precise amount, nor does such fee provide any benefit to us. Therefore we are not responsible for any customs fee charges.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased the product.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the shipping to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our studio in Prague. Please ensure you pack the return safely to prevent any damage to the products or boxes.
You always have a 24 months warranty period if something is wrong with the product. Your claim should be sent to us as soon as possible.If your claim is justified we will refund your reasonable shipping expenses.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your shipping charges if we have to reimburse them.
Our return address is:
It can take up to 30 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.